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> Where do we go from here? In truth, not many places. Non-software companies with real human service will get eaten out of house and home by companies willing to make deals with machines. The VC funding is in AI businesses, not traditional. But one can still choose to be customers at respectful businesses. But the internet makes that much harder, as going online also includes 'selling out' customer service. Some AI will then tell agents "you can't do that" even , if it is what's needed.

You're talking like the only solutions to this can come from the market, and if the market forces won't work that way then we're screwed and must give up.

The real solution to this is customer/employee friendly regulation. I'm thinking something like a rule requiring an easy, timely way to appeal to a human that's empowered to override the automation after any adverse ruling by it; backed up by the threat of fines and legal sanctions. In the current American federal political climate, that's a stretch, but there are other jurisdictions, at the state level and internationally, where something regulation like this might be feasible.




GDPR provides something close to this, at least for high value decisions. Decisions taken by profiling and automated decision making must be reviewable, at least if they "[produce] legal effects concerning him or her or similarly significantly affects him or her".

That said, I've worked for a b2c website. The internet is jam packed with scammers. I'd bet it's an order of magnitude worse on sites like upwork where real money changes hands. At least in our case, if we'd had these types of regulations, we would have terminated service to a list of countries that produced little revenue and high hassle.




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